11 Customer Reviews
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Review from matthew t
1 star06/17/2024
I was sent an email with my rewards money that was about to expire so I decided to make a purchase. It turns out that there is no way to redeem my rewards money. There is no phone number to call. The chat person said to make the purchase and then email them and they would somehow adjust the amount after the purchase. Obviously I’m not going to do that. No support. No phone number. I used to like the company but no more.
Eastern Mountain Sports Response
06/18/2024
Hi ******** Our Eastern Mountain Sports Online Reward Program is taking a quick nap while we gear up for a major upgrade. We're working hard behind the scenes to bring you a sleeker, better-than-ever experience. We know it's a bummer, but trust us, it'll be worth the wait! Thanks for your patience and for sticking with us through the rough terrain. Stay adventurous, The Eastern Mountain Sports TeamReview from Kerri C
1 star12/12/2023
Christmas shopping with my husband at EMS and found lined leggings that were “on sale” for $79.99 but you could clearly see the original price was $69.99 under the “sale tag”. When I brought this to the attention of staff I was told the product sat in a warehouse for a year and the price had gone up. I think we all know that is not how retail works. I used to work in retail and items from past seasons never get marked up. Then to be told these are “on sale” is a straight out lie. Very bad business. We both liked shopping at EMS as do our families but given this I do not feel right supporting their business any longer. EMS certainly helped their competitors gain some new customers! I tried to attached the picture but this site does not have the option. -Kerri ConroyEastern Mountain Sports Response
12/13/2023
Hi ****** Thanks for sharing your feedback. A lot goes into how prices are set, and many national brands enforce minimum pricing policies. I'd love to learn more about your purchase to see if I can provide a better answer than what you received in-store. Please email us at *********************** if you'd like assistance. Thank you, EMS Customer ServiceReview from Gail T
1 star11/20/2023
I placed an order online. I received an order confirmation email with an order number. It appeared in my account as a new order however after a week it had not shipped. When I called the rep said their system accidentally cancelled my order. I would need to reorder online and then call them back to a get a refund if the price is higher. If I do that it will cost me approximately $20 more than when I placed the original order. I am afraid that I will have problems getting a refund of the cost difference since I have nothing in writing assuring me this will happen. I had $10 rewards credit. That was not put back on my account when my original order was cancelled.Review from Sara S
1 star11/16/2023
I bought two ********* jackets for my kids and of course when I got them they are too small even though I ordered according to the north face size chart. I had to return them because they don’t offer exchanges. And I had to buy a new ones. It cost me $50 to return to ********* jackets. Absolutely ridiculous that I have to pay that amount for something like this. Because of this, I will never order from them again.I live in ******* and do not have store nearby where I can drive to drop off and I did not realize they had such a horrible policy. Otherwise I would never have ordered from here. It is completely unfair and ridiculous that I’m paying basically $50 more now for the coats that I ordered. Never again.Review from Terence C
1 star11/13/2023
Ordered an item from EMS, the tracking said it was delivered last Monday 11/6, but it was never delivered. Called the customer service number to let them know and ultimately ask for a refund. They state that I have to reach out to the post office and that it's not their problem?!?! Excuse me? What? I paid you to deliver this item. Why is this my problem that the company you hired to deliver did not in fact deliver it? Your expectation is for the customer to chase down something you were paid for? This company really fell into the toilet over the years. What a bunch of crooks and scammers. Hope you enjoy the $40 i gave you and it won't be too much longer until you fade into nothingnessEastern Mountain Sports Response
11/15/2023
Hello, Thank you for sharing your feedback. Based on the call log, your conversation with us went much differently than you described. Usually, our customers would like their orders and don't mind contacting their post office to see if the shipment can be located. Our apologies if that was asking too much of you. Regardless, your order has been refunded. Thank you, EMS Customer ServiceReview from J. H.
1 star01/13/2023
After the first wash (on gentle, cold and air-dried) the $40 piece of clothing had a two inch tear on the seam. I contacted them for return/refund and they said they cant do it for it for washed clothing. This is beyond bizarre policy because clothing has the is an expectation of reusability. I’m left with a product that will require constant maintenance to be usable. I have washed it twice so far and it has shrunk so intensely that the material doesn’t lay flat and the whole left pocket seam is ripping. It’s insane that they cant do anything about this. Im so frustrated that I am never spending any money at EMS ever again.Eastern Mountain Sports Response
01/19/2023
Thank you for your feedback. We're sorry that your purchase didn't work out. Our Customer Service team has contacted you to address these concerns.Customer Response
01/19/2023
They contacted me again to issue a refund, so now I am less resentful at the purchase. I still probably wont buy anything from EMS because it was like pulling teeth to get my money back.Review from Christopher R
1 star01/13/2023
This company is terrible, they still don't allow you to redeem gift cards online. How the hell are you supposed to buy anything with this garbage gift card the store has crap and nothing in the right size. And now I have a useless gift card and these thieves won't let me use it. A year plus to fix gift card processing, bullsht -- you don't want to fix it. I'll never shop here again. Awful.Eastern Mountain Sports Response
01/19/2023
Thank you for providing your feedback. We're working diligently to restore our website to allow store credit to be used as a payment method. We'd be happy to help you with this problem if you contact us at ************************Review from Jill K
1 star07/19/2022
EMS has changed their return policy so that ALL returns are reimbursed by store credit only. (Regardless if timing, receipt, etc). They currently DO NOT allow you to use credit or gift cards online. That means if you order the wrong size online you have to drive to a store and hope they have the exchange size in stock at that location. And many more similar scenarios that make it so EMS is no longer a place I will spend money.Eastern Mountain Sports Response
07/20/2022
Hi Jill, We've received a lot of feedback from our customers about this policy, and the feedback has been heard! We have extended our return period to 90 days for Reward members refunded to the original form of payment. Please feel free to contact your local store or Customer Service if you need any assistance.Review from William C
1 star11/16/2021
I have a gift card from EMS, but the web site says: "Gift Cards are temporarily unable to be redeemed online. We apologize for this inconvenience. If you have a Gift Card you would like to use, they can be redeemed in store at this time" That does not work for me, as stores are far from where I live. This is just not right. I warn all that plan to purchase EMS gift cards to stop, as they might not be easily redeemable.Eastern Mountain Sports Response
11/26/2021
Thanks for submitting your feedback. We're working hard to bring back the ability to redeem a gift card online. Rest assured, our customer service team has ways to help our customers who are faced with this situation. Please contact us at *********************** for further assistance.Review from Brian W.
1 star11/15/2021
They don't take returns, terrible customer service, rude and standoffish employees
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